Service Level Agreement (SLA)

Version 1.0 (2026-06-08) — text fingerprint: computing…

Effective: June 8, 2026. This SLA is a separately-versioned, standalone document, incorporated by reference into the GrailGuard Terms of Service and the Coverage Policy. Where a conflict exists, the terms most favorable to the Shipper control.

1. Scope and exclusive remedy

This SLA describes GrailGuard's delivery-time commitments and the Shipper's exclusive remedy when GrailGuard misses a committed window. Service credits under this SLA are the Shipper's sole and exclusive remedy for service-quality claims relating to delivery timing (this limitation applies to late delivery only and does not affect your declared-value coverage remedy for loss of or damage to the item), subject to the carve-outs in §4 below.

This SLA does NOT cover loss, damage, theft, or non-delivery of an item — those claims are governed exclusively by the Coverage Policy (declared-value cap). The anti-stacking rule in Terms §11 makes Coverage Policy claims and SLA service credits mutually exclusive for the same loss event.

📦 Per-tier delivery commitments

Committed window measured from the actual pickup timestamp (logged in the GrailGuard app) to delivery confirmation. Booking-time scheduling, pickup-window delays, and recipient unavailability extend the clock per §3.

Tier	Service area	Committed window	Measured from
Metro	Within metro area (≤40 mi airport radius)	Next business day	pickup timestamp
Nationwide	Continental US	3 business days	pickup timestamp
International	International (origin or destination outside US)	5 business days	pickup timestamp
Animal-Nationwide	Continental US (carry-on pets)	2 business days	pickup timestamp

2. Service credit schedule

If GrailGuard misses a committed window by reason of an event WITHIN GrailGuard's control (see §3 for exclusions), the Shipper is entitled to a service credit calculated against the booking fee paid for that shipment:

Hours late (or partial day for multi-day tiers)	Service credit
1 – 24 hours late	10% of booking fee
25 – 48 hours late	20% of booking fee
49 – 72 hours late	30% of booking fee
73+ hours late	50% of booking fee (maximum)

Service credits are capped at 50% of the booking fee per shipment regardless of how many hours late. Credits are issued to the original payment method by default, within 10 business days of approval; the Shipper may instead request account credit in writing to support@grailguard.io. The booking fee is the amount paid by the Shipper for the delivery service excluding any coverage surcharge.

3. Exclusions — when the committed window is paused or waived

The committed window does NOT run, and no service credit is owed, for delays caused by any of the following:

Weather or other force majeure — severe weather, flight cancellations, natural disasters, civil unrest, government action, or any event outside GrailGuard's reasonable control.
Recipient unavailability — recipient not at the delivery address, recipient declined ID verification, recipient could not produce the delivery code, recipient declined to inspect or sign, or any recipient-side delay.
Shipper-side delays — Shipper not at pickup address at the scheduled window, Shipper-requested reschedule, declared-value revision requested by Shipper, KYC review pending Shipper documentation.
Customs / regulatory holds — TSA, CBP, foreign customs, or other regulatory authority inspection or hold, regardless of duration.
Sub-bailee delays — delay caused by an airline, ground-transport carrier, or other sub-bailee engaged under Terms §1A. (Sub-bailee delays remain a Coverage Policy matter for any underlying loss.)
Cancellation — shipment cancelled by the Shipper under Terms §9 (Cancellation and Refund Policy) before the committed window expires.
Reschedule — Shipper-requested reschedule resets the clock; the new pickup timestamp becomes the new measurement point.

4. Carve-outs (always preserved)

Nothing in this SLA limits or excludes the Shipper's rights with respect to:

GrailGuard's gross negligence, willful misconduct, or fraud (California Civil Code §1668)
Any non-waivable consumer-protection right under applicable law
The Coverage Policy declared-value protection for loss, damage, theft, or non-delivery
The Fair Credit Billing Act (15 U.S.C. §1666 et seq.) and Regulation Z chargeback rights
Card-network consumer-protection rules
Any right preserved in Terms §8 (Final Delivery Ping carve-outs)

5. How to request a service credit

Email support@grailguard.io with subject "SLA service credit request" within 30 calendar days of the missed delivery, including:

Booking tracking number
The committed delivery time and the actual delivery time
Any context about the delay that you observed (so we can confirm it was within GrailGuard's control)

GrailGuard targets a response within 5 business days. Approved credits are issued within 10 business days of approval. Disputes are governed by the arbitration clause in Terms §10.

Anti-stacking reminder: Under the election-of-exclusive-remedy clause in Terms §11 and Coverage Policy §8, an SLA service credit (this document) and a Coverage Policy payout cannot both be claimed for the same loss event. If your shipment was delivered late AND damaged or lost, please review both documents and elect the remedy that produces the largest recovery; GrailGuard's claims team will help you score both options before you finalize the election.

6. Version + binding

This SLA is at version 1.0-2026-06-08. Versioned text is archived; prior versions are available on request to legal@grailguard.io. The text fingerprint (SHA-256) is computed on page load and displayed in the header for independent verification.

For SLA questions: support@grailguard.io · For prior versions: legal@grailguard.io